SUCCESS STORY

How IKEA Indonesia Drove 170% More Purchases and an 86% Revenue Uplift with Insider One

How IKEA Indonesia Drove 170% More Purchases and an 86% Revenue Uplift with Insider One

170%

Uplift in purchases from web personalization

257%

AOV increase through A/B-tested onsite campaigns

55%

WhatsApp open rate across personalized campaigns
Challenge

Challenge

IKEA Indonesia was generating strong traffic but converting a small fraction of visitors into buyers. Static, non-personalized experiences across web, app, and messaging channels meant high-intent shoppers were being lost at every stage of the funnel, with no automated recovery mechanism in place.

Solution

Solution

IKEA Indonesia deployed Insider One as its omnichannel engagement layer, activating Architect, CDP, Smart Recommender, Web Personalization, App Personalization, Email, and WhatsApp to orchestrate personalized journeys across every key touchpoint from onsite discovery to post-browse recovery.

Result

Result

IKEA Indonesia achieved a 170% uplift in purchases from web personalization, a 257% increase in AOV, a 55% WhatsApp open rate, and recovered revenue equivalent to 7.6% of total quarterly online sales through automated abandonment journeys.

ABOUT THE CUSTOMER

IKEA Indonesia is operated by PT Rumah Mebel Nusantara under the Dairy Farm Group, serving millions of customers across Jakarta, Tangerang, Bandung, Surabaya, and Bali. The brand combines large-format stores, city stores, pick-up points, and a rapidly growing ecommerce and mobile app channel to make Scandinavian-inspired home solutions accessible across Indonesia.
INDUSTRY
Retail - Home & Furniture
SOLUTIONS
Architect
App Personalization
App Push
Email
Smart Recommender
Web Personalization
Web Push
WhatsApp

SUCCESS STORY #1

From Static Banners to a High-Performance Sales Engine with Onsite Personalization

The Challenge

IKEA Indonesia's website was generating significant traffic but converting only a small fraction of visitors into buyers. Generic, static banners failed to surface relevant products, and there was no mechanism to differentiate content for new, returning, or category-browsing users. Exit-intent traffic was being lost with no recovery strategy in place.

The Solution

IKEA activated Insider One's onsite personalization tools to reach millions of shoppers with targeted campaigns. Behavior-triggered overlays and Smart Recommender widgets delivered real-time, relevant product suggestions across key touchpoints. The team ran continuous A/B testing to refine creative and messaging, ensuring maximum resonance at every stage of the funnel.

The Result

Moving from static to dynamic, behavior-driven experiences produced immediate commercial impact. Personalization delivered a 170% uplift in purchases among exposed users and an 86% quarter-over-quarter revenue increase. A/B-tested onsite messaging and promotional placements drove a 257% increase in AOV, demonstrating that personalization successfully guided customers toward higher-value products and cross-sell opportunities.

170%

Uplift in purchases from web personalization

257%

AOV increase through A/B-tested onsite campaigns

SUCCESS STORY #2

Recovering Lost Revenue with Multi-Channel Cart and Browse Abandonment Journeys

The Challenge

IKEA Indonesia was missing significant revenue from customers who showed strong purchase intent but did not complete their transactions. Standalone campaigns were in place, but the brand lacked an automated, personalized approach to re-engage these high-intent shoppers across channels and guide them back to conversion.

The Solution

Using Architect, IKEA implemented a multi-channel cart and browse abandonment strategy that automatically re-engaged high-intent shoppers with personalized reminders and recommendations. Customer journeys were orchestrated across multiple touchpoints, with each user receiving the most relevant message through the most effective channel based on their preferences and engagement behavior.

The Result

The cross-channel abandonment recovery strategy converted lost purchase intent into measurable business growth. The initiative recovered revenue equivalent to approximately 7.6% of total quarterly online sales and contributed 4.5% of all purchases in the same period, demonstrating the direct commercial value of orchestrated, personalized re-engagement journeys.

7.6%

Of quarterly online sales recovered via abandonment journeys

4.5%

Of all purchases contributed by abandonment recovery

SUCCESS STORY #3

Boosting Engagement and Revenue with Targeted In-App Experiences

The Challenge

The mobile app is one of IKEA Indonesia's primary customer touchpoints, with most users being IKEA Family members. While these users were highly engaged and actively exploring products, IKEA needed to accelerate their path to purchase through personalized recommendations, promotional visibility, and voucher-driven incentives during high-intent browsing sessions.

The Solution

Using Insider One's App Personalization solution, IKEA delivered personalized experiences directly within the mobile app, surfacing tailored product recommendations and contextual messages designed to guide users toward purchase. During key commercial moments such as Payday and Double Date campaigns, the brand deployed in-app gamified promotional mechanics to increase voucher visibility and drive deeper interaction with live campaigns.

The Result

In-app personalization transformed active browsing sessions into a meaningful revenue driver. Within a single quarter, in-app campaigns contributed approximately 8.2% of total online revenue and 9.4% of all purchases, demonstrating the impact of engaging customers at high-intent moments throughout their shopping journey.

8.2%

Of total online revenue from in-app campaigns in one quarter

9.4%

Of all purchases driven by in-app personalization

SUCCESS STORY #4

Strengthening the Messaging Mix with High-Performing Email and WhatsApp Campaigns

The Challenge

Home furnishing purchases involve multiple products, categories, and sources of inspiration. IKEA Indonesia wanted to establish richer, more direct communication touchpoints for high-value segments, enabling more personalized interactions that could influence complex purchase decisions and strengthen long-term customer relationships.

The Solution

IKEA expanded its messaging strategy using Insider One's unified engagement platform, introducing Email and WhatsApp as complementary channels. Email combined product recommendations, inspirational content, and promotions in a single communication. WhatsApp moved beyond broadcasting by using real-time customer data, advanced segmentation, dynamic content, and interactive carousel formats to deliver tailored experiences for high-value segments.

The Result

Email achieved a 22% open rate and contributed nearly 5% of total online revenue, proving its effectiveness as an inspiration-to-purchase channel. WhatsApp delivered a 55% open rate and 13% CTR, with the majority of WhatsApp-driven revenue generated through targeted campaigns rather than mass broadcasts, making it a highly efficient revenue channel despite premium messaging costs.

55%

WhatsApp open rate across personalized campaigns

13%

WhatsApp CTR from targeted campaign sends

One Platform. Every Channel. Real Results.

One Platform. Every Channel. Real Results. One Platform. Every Channel. Real Results.

One Platform. Every Channel. Real Results.

Insider One connects your customer data, personalization engine, and cross-channel orchestration in a single platform so your team can move faster, engage smarter, and grow revenue at scale.
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